QA Specialist - Service Management Quality (Journeyman)

DecisionPoint | Cortek; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

DecisionPoint seeks a Journeyman QA Specialist to provide service-management quality assurance for the USMEPCOM ENLIST program. This remote role supports ITSM by validating processes, SOP adherence, SLA/SLO performance, and continual-improvement activities across the program.

The candidate will conduct audits, analyze performance trends, and verify corrective actions achieve intended results. Preference is given to candidates located in or near Chicago, with consent to government contract bid

Qualifications

• Active Secret clearance or higher.
• Current ITIL Foundation certification or higher.
• Minimum of 6 years of relevant professional experience.

Responsibilities

• Support development, implementation, maintenance, and QA of the program ITSM Plan.
• Assess effectiveness and consistency of the Service Management System and its controls.
• Verify ITSM processes are documented, repeatable, measurable, and followed.
• Conduct process audits and quality reviews to evaluate compliance with SOPs and workflow requirements.
• Review performance against SLAs/SLOs and KPIs, and identify improvement opportunities.
• Document quality findings, root causes, risk, and recommended actions with owners and deadlines.
• Track corrective and preventive actions through closure and validate results.
• Produce quality metrics and audit results for leadership and government briefings.

Skills

IT service-management

Quality assurance

Process auditing

Stakeholder collaboration

Education

Bachelor's degree

Job description

Overview

DecisionPoint seeks a Journeyman QA Specialist to provide service-management quality assurance for the USMEPCOM ENLIST program. This role supports the Information Technology Service Management Plan and Service Management System by validating process implementation, standard operating procedure adherence, SLA/SLO performance, service quality, operational reporting, and continual-improvement activities across the program.

The QA Specialist will conduct process audits, analyze performance trends, identify systemic service-management gaps, and verify that corrective actions achieve their intended results. The successful candidate will work with service owners, process owners, technical teams, program leadership, and Government stakeholders to strengthen service quality and support the program's progression toward ITIL Version 5 practices.

This position is remote, with preference given to candidates located in or near Chicago.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

• Support development, implementation, maintenance, and quality assurance of the program Information Technology Service Management Plan.


• Assess the effectiveness and consistency of the Service Management System, supporting policies, processes, roles, responsibilities, technologies, and controls.


• Verify that ITSM processes are documented, repeatable, measurable, and consistently followed across program tasks.


• Conduct process audits and quality reviews to evaluate compliance with approved plans, standard operating procedures, knowledge articles, and workflow requirements.


• Validate performance against Service Level Agreements, Service Level Objectives, key performance indicators, operating-level expectations, and established quality thresholds.


• Analyze service-performance data, trends, exceptions, recurring failures, and systemic process gaps.


• Review Daily System Status Reports for accuracy, completeness, consistency, and timely communication of system performance and operational events.


• Verify that current and upcoming activities, outages, maintenance events, and other conditions that may affect users are reported appropriately.


• Review service-management processes covering service strategy, service design, service transition, service operations, and continual improvement.


• Assess the quality and effectiveness of service portfolio, service catalog, service level, availability, capacity, continuity, information-security, change, release, deployment, knowledge, incident, request, problem, event, and access-management processes.


• Evaluate whether service-management workflows support efficient and effective delivery of services to end users.


• Identify nonconformities, control weaknesses, process deviations, documentation gaps, reporting deficiencies, and improvement opportunities.


• Document quality findings, supporting evidence, root causes, risk, impact, recommended actions, responsible owners, and target completion dates.


• Track corrective and preventive actions through implementation, validation, and closure.


• Verify that corrective actions address the root cause of identified issues and reduce the likelihood of recurrence.


• Support root-cause analyses, lessons-learned activities, and continual-improvement planning.


• Develop quality metrics, audit results, trend analyses, and improvement recommendations for program leadership.


• Provide service-quality information for Monthly Status Reports, project status meetings, Program Management Reviews, and Government briefings.


• Coordinate quality reviews with service owners, process owners, technical leads, the Quality Manager, ITSM leadership, and Government stakeholders.


• Support the adoption and maturation of ITIL Version 5 concepts and practices within the program's service-management environment.


• Maintain process-audit records, review evidence, findings, corrective-action records, performance analyses, lessons learned, and audit trails.


• Protect sensitive Government, program, operational, performance, and personnel information.

Qualifications

Required Qualifications

• Active Secret clearance or higher.


• Bachelor's degree in Information Technology, Information Systems, Business, Quality Management, or a related field.


• Minimum of 6 years of relevant professional experience.


• Current ITIL Foundation certification or higher.

Preferred Qualifications

• Experience in IT service-management quality, process assurance, service delivery, software quality assurance, process auditing, or a related discipline.


• Experience supporting Department of Defense, federal civilian, or other Government programs.


• Experience developing, implementing, maintaining, or assessing an ITSM Plan or Service Management System.


• Experience auditing ITSM processes for compliance with policies, procedures, roles, controls, and documentation requirements.


• Experience